Wood & Energy Store

Initial Business Response /* (1000, 5, 2015/11/18) */
We are unsure why this complaint was made. It was received from the Revdex.com the day after the garage heater was reinstalled to code and the customer satisfied. (as far as we are aware)
Initial Consumer Rebuttal /* (3000, 7, 2015/11/28) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
Reply to Revdex.com Nov 28, 2015
The furnace was intially installed on October 29, 2015. As of November 28, 2015 we still do not have a completed installation.
To date, the second furnace installation inspection has not passed. We are left with a setup which is not per code and Dyand is refusing to address the deficiencies.
- November 12 - Dyand came and redid the entire first installation to address the deficiencies.
- November 17 - City of Edmonton inspector noted the following deficiencies (second installation). a) The unit did not indicate proper certification to operate at the required efficiency for our elevation. b) The unit needed to be hardwired to the house power supply. c) An armoured power supply cable is required. d) A designated outlet is required rather than a plug-in. The City of Edmonton notified Dyand to repair; Dyand contacted us to schedule an appointment. This appointment was scheduled for November 26 a.m.
- November 26 - We contacted Dyand, the Retro department, as they had not shown up to perform the repairs. Upon contact we were told the appointment had been cancelled. We were not informed of this. We were also told that they did not feel there were any deficiencies and they would be discussing with the City of Edmonton.
We have not heard from Dyand since. No updates; nothing! We feel that the service, or lack thereof, is unprofessional.
Dyand indicated that they had attempted to contact us several times to perfrom the second installation. We have no record of this; either phone messages or call display. See correspondence below.
Correspondence Synopsis
Begin forwarded message:
From: [redacted]
Date: November 11, 2015 at 9:56:12 PM MST
To: Scott T[redacted]
Subject: Re: Garage Heater Installation
I did not receive a that on Tuesday morning I was at home expecting a call from you. There was no message on my answering machine either. As well we have call display and there is no call listed.
On Nov 11, 2015, at 9:10 PM, Scott T[redacted] wrote:
I have called you back on tues and got a voice mail and left the following message we will be sending our garage heater guy Ronnie to your res on thurs morning to correct the installation. We would have had him there today but it is a holiday. I have no idea why you did not get the message but as I said to you when I was there I didn't like what I saw and we would fix everything to your satisfaction as soon as possible which is Thursday nov 12 at 830 your install is not unsafe it is awful looking and you have to understand we are going to make you happy. Pls call me now if you like my phone is always on
Sent from my [redacted]
On Nov 11, 2015, at 7:34 PM, [redacted] wrote:
Dyand Mechanical Systems Inc.
14840 - 115 Ave
Edmonton, AB
T5M 3C1
Attention: Scott T[redacted] - Retro Manager
Re: [redacted] Serial # [redacted] installation at [redacted], Edmonton, Alberta
We request that Dyand Mechanical remove the said installation.
Synopsis
The garage heater was installed on October 29 and 30, 2015
Heater power supply was improperly installed and the thermostat telemetry cable was improperly spliced. We were concerned that the installer did not provide sufficient equipment (stepladder) and asked to borrow ours. We witnessed the ladder being used in an unsafe manner.
Installation photos were provided to you verifying the work deficiencies (see attached)
The $600 deposit and the payment balance of $1,580, for a total of $2142.90 (inc. GST), were paid by [redacted] at the Dyand mechanical office (west end). We felt confident to proceed with the installation upon conversation with Don (Z[redacted]), but the service level has degraded since then. The balance was paid with the understanding that the deficiency work would be corrected; you would come to the residence to personally inspect/address.
You came out to inspect the work on Friday November 6, 2015. Previously Dyand had asked to reschedule the site visit from November 3, 2015 to November 5, 2015 due to (their) internal scheduling conflict.
When you did not arrive on November 5, 2015, you contacted citing problems at another location and would be at the house on Friday November 6, 2015. As you had previously indicated you would personally address, so we requested your presence.
The visit revealed an additional problem as the gas supply line was making contact with the gas vent pipe. It was not indicated to us at the time that there is a potential safety issue and contradiction to the applicable Code.
On November 6, 2015 it was indicated we would be contacted by the end of the day to schedule remediation work for next week. We were not contacted.
On Monday on November 9, 2015, we contacted you who indicated we would be contacted 'in ten minutes' to schedule the work as originally promised. We were not contacted.
An email confirming the scheduling conversation (attached) was sent on November 6, 2015; you did not reply. You read the Email on November 10, 2015 a.m. We were not contacted since.
As our continued calls and emails have not been addressed and we have not heard back from Dyand, we no longer wish retain your services (or lack thereof).
We felt confident to proceed with the installation upon conversation with Don (Z[redacted]), but the service level has degraded since then. Due to the substandard installation and potential safety hazard, we have shut off the gas supply and disconnected the power feed.
[redacted]
Regards
[redacted]
Final Business Response /* (4000, 9, 2015/12/03) */
We have been in constant contact with this customer (her husband mostly) This install was done exactly the same as more than a thousand other installations that passed inspection and we have been working with the city to try to understand why they were not passing this one. The High altitude delimiting sticker is on the unit, the head inspector said...oh we must have missed it. The other issue of the plug having to be hard wired in is a new one and has never been an issue before. When asked why all others were passed the inspector said he did not know but he wants this one and the ones we do in the future hardwired in....which is fine. We have an appointment to hardwire in this installation next week and it will at that time pass inspection.
Final Consumer Response /* (2000, 11, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dyan initially came out on October 2, 2015, to install the [redacted] garage heater. Dyan returned a second time - the first time was to address below standard workmanship by the first installer - to address the deficiencies identified by the City of Edmonton inspector, on December 11, 2015. The installation was re-inspected (2nd inspection) on December 17, 2015 and passed. Although we are relieved the unit is finally installed properly and has passed inspection, we are concerned about the time - two months plus - it has taken to complete this work to acceptable standards and codes.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Unfortunately this was a training and transitional issue with one of our employees. We have been out to the home to check the pump and at the same time have performed a complimentary fall inspection and tune up on the furnace.  During our routine post service follow up call by customer...

service with the customer she indicated that she was satisfied with the work we have done